Refund & Cancellation Policy

01 Introduction

At Razzaq Engineering Services, we are committed to providing high-quality engineering services and products. This Refund & Cancellation Policy outlines our procedures for refunds, returns, and cancellations.

By engaging our services or purchasing our products, you agree to the terms outlined in this policy. If you have any questions, please contact our customer support team.

02 Service Refund Policy

2.1 Service Quality Guarantee

We take pride in our workmanship and offer a satisfaction guarantee on all our engineering services. If you are not satisfied with the quality of our work, please notify us within 5 hours of service completion.

2.2 Eligibility for Service Refunds

Service refunds may be considered under the following circumstances:

• Work was not completed as per the agreed specifications or contract
• Service quality does not meet industry standards
• Work was not performed within the agreed timeline (excluding force majeure events)
• Duplicate charges or billing errors

2.3 Non-Refundable Services

The following service scenarios are generally non-refundable:

• Services already completed and accepted by the client
• Emergency or after-hours services that were successfully performed
• Custom or specialized work that cannot be reversed
• Services where the client provided incorrect information leading to the work performed
• Consultation or inspection fees

2.4 Partial Refunds

In some cases, we may offer partial refunds for services where only a portion of the work was completed or where minor issues were identified. The refund amount will be proportional to the uncompleted or unsatisfactory portion of the work.

03 Product Return & Refund Policy

3.1 Return Eligibility

Products may be returned within 2 days of purchase under the following conditions:

• Product is unused, unopened, and in original packaging
• All accessories, manuals, and warranty cards are included
• Original purchase receipt or invoice is provided
• Product is not a special order or custom item

3.2 Non-Returnable Products

• Used or installed products
• Custom-ordered or specially fabricated items
• Consumable items (core bits, blades, cutting tools)
• Products damaged due to misuse, neglect, or improper storage
• Products without original packaging
• Clearance or sale items marked as "Final Sale"

3.3 Defective Products

If you receive a defective product, please notify us within 48 hours of receipt. We will either:

• Replace the product with a new one at no additional cost
• Issue a full refund including any shipping charges
• Provide repair services if covered under manufacturer warranty

04 Refund Process & Timeline

4.1 How to Request a Refund

1. Contact our customer support team via phone, email, or in-person
2. Provide your invoice/receipt number and reason for refund
3. Submit any supporting evidence (photos, documentation)
4. Our team will review your request within 2-3 business days
5. You will receive a notification of approval or rejection

4.2 Refund Processing Time

* Processing times are estimates and may vary depending on your bank or payment provider.

4.3 Refund Method

• Refunds will be processed using the original payment method
• For cash payments, refunds will be made via bank transfer or in cash
• For bank transfers, refunds will be credited to the original account

05 Cancellation Policy

5.1 Service Cancellation by Client

• Cancellation requests must be submitted in writing (email or written notice)
• 48+ hours notice: Full refund of any advance payment
• 24-48 hours notice: 50% refund of advance payment
• Less than 24 hours notice: Advance payment may be non-refundable
• After work has begun: Refund based on work completed

5.2 Cancellation by Company

• Full refund of any advance payments
• Reasonable notice and alternative arrangements provided
• No cancellation charges apply

5.3 Product Order Cancellation

• Orders cancelled before shipment: Full refund
• Custom orders after production: Non-cancellable
• After shipment: Standard return policy applies

06 Warranty Claims

Products are covered by manufacturer warranties. Claims subject to:

• Manufacturer's warranty terms and conditions
• Proper use and maintenance of the product
• Valid proof of purchase

We assist with warranty claims but are not directly responsible for manufacturer decisions.

07 Dispute Resolution

1. Escalate to our management team
2. Request an in-person meeting
3. Seek mediation through consumer protection authorities
4. Pursue legal remedies as per applicable laws of Pakistan

We are committed to resolving all disputes fairly and amicably.

08 Exceptions & Special Circumstances

Reviewed on a case-by-case basis:

• Medical emergencies preventing service access
• Natural disasters or force majeure events
• Errors in project specifications by the company
• Long-term client relationships with good standing